预订员

岗位职责 Job Responsibilities
1. 负责电话、线上及到店客户的预订咨询，准确录入、核对预订信息。
Handle reservation inquiries via phone, online platforms and on-site visits, and accurately record and confirm reservation details.
2. 根据客户需求，推荐房型、包厢、特色产品及配套服务，提升预订转化效果。
Recommend room types, private rooms, featured products and supporting services based on guest needs to improve reservation conversion rate.
3. 熟练操作预订系统，实时更新房态与餐位状态，妥善处理预订变更、取消及特殊需求备注。
Proficiently operate reservation systems, update room and dining status in real time, and properly handle reservation changes, cancellations and special requests.
4. 对接管家、客房、后厨及销售团队，传递预订信息，保障客户入住及用餐体验。
Coordinate with butler, housekeeping, kitchen and sales teams to ensure accurate information delivery and guarantee guest stay and dining experience.
5. 协助处理客户特殊需求及投诉，维护良好的客户关系。
Assist in handling guest special requests and complaints to maintain good guest relationships.
6. 定期整理预订数据及客户偏好，为收益管控、运营优化及营销工作提供数据支持。
Sort out reservation data and guest preferences regularly to support revenue management, operational optimization and marketing strategies.
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任职要求 Job Requirements
1. 1年以上奢华酒店或高端餐饮预订、客服相关工作经验，兼具客房及餐饮预订经验者优先。
At least 1 year of reservation or customer service experience in luxury hotels or high-end catering; candidates with both room and F&B reservation experience are preferred.
2. 音色良好、表达清晰，具备优秀的电话礼仪与沟通能力。
Pleasant voice and clear expression with professional telephone etiquette and communication skills.
3. 熟练使用Office办公软件及预订管理系统，具备基础英文沟通能力。
Proficient in MS Office and reservation management systems with basic English conversation skills.
4. 工作细致负责，抗压性强，可高效处理多项工作任务。
Meticulous and responsible at work, strong in pressure resistance and multi-task management.
5. 熟悉上海高端酒店及餐饮市场优先，能够接受轮班工作。
Familiar with Shanghai luxury hotel and catering market is preferred; able to work shift schedules.